Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Sean Keating

Springfield,PA
Sean Keating

Summary

Dynamic and results-driven professional with extensive knowledge in customer experience management, currently spearheading the rollout and innovative digital initiatives at Wawa. Proven ability to learn quickly, adapt to new challenges and excel in diverse roles. Recognized for exceptional work ethic and commitment to enhancing customer satisfaction and operational efficiency.

Overview

12
years of professional experience

Work History

Wawa Food Markets

Technology and Partnership Catering Supervisor
08.2023 - Current

Job overview

  • Develop comprehensive business cases to evaluate and justify the implementation of new website features
  • Played a key role in scaling the catering business from startup to maturity through effective strategy development and implementation
  • Successfully scaled Wawa's partnership with ezCater through strategic planning an execution.
  • Oversee and coordinate catering partnership with DoorDash to ensure seamless service delivery and enhance business collaboration.
  • Lead a team dedicated to data analytics providing insights and strategic support for informed business decision-making.
  • Work closely with treasury and finance departments to optimize and enhance catering operations by expanding our acceptance of various payment methods.

WAWA, INC

Catering Order Management Technology and Customer Experience Lead
08.2021 - 08.2023

Job overview

  • Assisted in the successful launch of an associate focused order management portal, ensuring alignment with Wawa's organizational goals enhancing user experiencing for associates.
  • Coordinate with our consultants (Ernst and Young) and their Tier 2 support team to efficiently resolve technology issues and ensure seamless operations.
  • Collaborated with the architecture team and ezCater to successfully our two systems together enhancing accuracy and reducing labor.
  • Provided training and support to our sales team, customer experience lead and data analyst to enhance their skills, improve performance and ensure effective collaboration.

WAWA, INC

Fulfillment Solutions Impact Lead
09.2020 - 08.2021

Job overview

  • Assisted in expanding the delivery program from 63 to 900+ stores
  • Collaborated with multiple departments to execute a consistent delivery process by implementing a: runner role, pickup rack and packing workstation
  • Point Person for Wawa’s In App Delivery roll out
  • Responsible for communicating new initiatives, as well as, working closely with Advertising, Mobiquity and DoorDash on features, designs and expanding awareness
  • Assisted in implementing an interface for delivery for use by both the customer and associates
  • Collaborated with Store Operations and various Wawa Partners to efficiently create functional and accessible delivery reporting, as well as process improvements for the delivery program.

WAWA, INC

Digital Transformation Lead
09.2019 - 09.2020

Job overview

  • Integral member of the curbside lab team, assisting with development of training material, training stores on processes, and gathering feedback to implement changes for expansion of the program
  • Collaborate with the digital transformation project as a subject matter expert, providing guidance around user experience for managers and store associates, partnering and collaborating with Deloitte, Sapient and HCL
  • Coordinated with self-delivery GM’s to support driving efficiencies on the self-delivery process, assisted with reporting staffing issues for future tests, as well as, with Merchants Fleet to maintain self-delivery vehicles
  • Partner with Door Dash on 3pl catering delivery to assist in developing a process for Wawa's downtown kitchen, with expectation to expand to all catering locations
  • Management of Dark Site Delivery Program; assisting multiple department levels in ensuring smooth transitions of initiatives
  • That helped capitalize on sales for stores that were unable to be opened to the public
  • Assisted with the initial rollout and launch of Self Check Out, by training store teams as well as coming up with initial store operation guidelines for the teams to follow.

WAWA, INC

General Manager
06.2016 - 09.2019

Job overview

  • Managed locations of 50+ employees
  • Successfully managed staff to achieve labor budgets, while keeping overtime costs at a minimum
  • Increased overall health of the business to best in class for Wawa
  • Effectively increased customer satisfaction and achieved the highest Customer Satisfaction in multiple stores.

WAWA, INC

Store Management (Assistant General Manager, Inventory Manager, Fresh Food Manager)
06.2013 - 06.2016

Advanced Hospitality Systems (Aloha)

Delaware County Sales Manager
06.2012 - 06.2013

Education

Widener University
Chester, Pennsylvania

Bachelor of Science in Hospitality Management
05.2013

University Overview

Honors: Member of National Honor Society- Alpha Chi Sigma, Board Member: Delaware County Community College Culinary Program (2023- Present)

Skills

Customer Service

Team Collaboration

Microsoft Excel

Team Leadership

Complex Problem-Solving

Project Management

Operations Management

Staff Development

Business Development

Product Management

Decision-Making

Timeline

Technology and Partnership Catering Supervisor

Wawa Food Markets
08.2023 - Current

Catering Order Management Technology and Customer Experience Lead

WAWA, INC
08.2021 - 08.2023

Fulfillment Solutions Impact Lead

WAWA, INC
09.2020 - 08.2021

Digital Transformation Lead

WAWA, INC
09.2019 - 09.2020

General Manager

WAWA, INC
06.2016 - 09.2019

Store Management (Assistant General Manager, Inventory Manager, Fresh Food Manager)

WAWA, INC
06.2013 - 06.2016

Delaware County Sales Manager

Advanced Hospitality Systems (Aloha)
06.2012 - 06.2013

Widener University

Bachelor of Science in Hospitality Management

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Sean Keating